Keep account statements and secure messages as evidence.
Content is for general information only — confirm deadlines with regulators and ombudsmen.
Key protections that often apply in this sector. Always check the latest official guidance.
HSBC UK must handle complaints under FCA DISP rules. They must acknowledge your complaint promptly, investigate it, and send a final response within 8 weeks for most complaint types. The final response must explain your right to refer to the Financial Ombudsman Service.
FCA Handbook DISP 1.6
If you paid for goods or services costing between £100 and £30,000 on an HSBC credit card, Section 75 of the Consumer Credit Act 1974 may make HSBC jointly liable for the supplier's misrepresentation or breach of contract.
Consumer Credit Act 1974 section 75
Under the PSR's mandatory reimbursement requirement, HSBC must reimburse eligible victims of authorised push payment fraud, subject to conditions and limits. If refused, escalate through the complaints process.
PSR APP fraud reimbursement rules
HSBC must deliver good outcomes for retail customers under the FCA's Consumer Duty, covering products, value, understanding, and support.
FCA Consumer Duty
Typical stages for UK consumer complaints in this sector.
Complain through branch, phone, secure message, or post. Be specific about the issue and what you want. Get a complaint reference. For fraud cases, report the fraud first through the dedicated line, then complain formally if unhappy with the outcome.
Send a detailed written complaint with account statements, transaction records, correspondence, and a clear chronology. State the financial impact and your desired resolution.
HSBC must send a final response within 8 weeks. It must explain their decision and your FOS referral rights. Read it carefully and note any points they missed.
If unhappy, refer to FOS within 6 months of the final response. Free for consumers. FOS can award compensation up to the current limit. Binding on HSBC if you accept.
APP fraud victims being refused reimbursement, delays in investigating fraud reports, and disputes over whether the customer was negligent.
Transfers delayed, lost, or incurring unexpected fees. Disputes over exchange rates applied and correspondent bank charges not disclosed upfront.
Errors in statements, disputes over early repayment charges, difficulties switching rates, and poor handling of arrears or forbearance requests.
Accounts closed or frozen without clear explanation, difficulty accessing funds during reviews, and inadequate notice periods.
Section 75 claims being refused or mishandled, promotional rate disputes, and charges not matching agreed terms.
Branch closures making access difficult, long wait times for phone support, and complaints not being properly escalated.
Citing FCA Handbook (DISP), Consumer Credit Act 1974 with your specific case details — editable before you send anything.
Suggestions are for guidance only. Always verify with official sources.
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